Customer Success Manager - Cyber Security SaaS
About the company
1. Fast-scaling cybersecurity business delivering 24/7 managed SOC, vCISO/GRC advisory, and innovative platforms designed for mid-market and regulated sectors
2. Recently secured investment to accelerate growth, with ARR set to triple in the next year
3. Building a high-performance commercial engine and customer success function to drive long-term client value
4. Combines trusted operational expertise with innovative technology to help clients address compliance, risk, and security challenges
About the role
5. Act as the first dedicated Customer Success Manager, owning relationships across a portfolio of high-value clients
6. Design and implement customer success strategy, processes, playbooks, and health scoring frameworks from scratch
7. Drive adoption, retention, and expansion within accounts, ensuring measurable value is delivered at every stage
8. Build and maintain senior-level relationships, positioning yourself as a trusted advisor on risk and cybersecurity best practices
9. Track and report on customer health, renewal risk, and expansion opportunities while embedding customer success metrics across the business
10. Partner closely with Sales, Product, and Delivery to ensure seamless onboarding and long-term engagement
11. Provide customer insights back into the business to influence product and service development
About you
12. 3–5 years’ experience in customer success within SaaS, cybersecurity, compliance, or risk software
13. Proven track record of building customer success frameworks and playbooks from the ground up
14. Commercially minded with a strong history of driving renewals, retention, and expansion revenue
15. Excellent communicator and relationship builder with credibility at senior stakeholder level
16. Comfortable designing metrics and KPIs such as health scores, NRR, and renewal forecasting
17. Thrives in high-growth, fast-moving environments and motivated by the opportunity to shape a new function
Package
18. £70, base salary
19. Bonus linked to renewals and expansion revenue
20. Fully remote role (UK-based) with periodic in-person sessions
21. Private health insurance and 25 days’ holiday